How Do I get Help with a Major Customer Service Issue?

Hello,
I am a Pro Care member and I took my Macbook Pro in to one on the local stores to ask them about a font issue that I was experiencing. One one the Genius guys came over and asked me a few questions and told me that this wasn't a big deal at all, that they just needed to reinstall my default fonts and that it should take maybe 45 minutes. This was at 4:30pm. Six hours later they came back to be to tell me that they had corrected the font issue but all of my user data and applications were lost! It was if I had a brand new Macbook Pro! This was a Friday evening. I was told to take my laptop to a company called Data Savers the next day to have this company try to restore my data/applications.
I took my laptop to Data Savers on Saturday and they told me that they would need to keep it for a day. I went back to pick it up on Sunday and I was given an external drive that had "raw restored data" on it. When I had been speaking with the store manager about the situation and he wanted me to provide him with a list of software that was on the machine. So, when I got home from picking up my laptop from Data Savers I started it and all I got was an icon of a circle with a slash through it!! I called the guys at Data Savers and told them about this and they asked to bring the laptop back to them on Monday. I did. After running some diagnostics on the machine I was told that my hard drive was "toast!"
Needless to say I was both upset and distraught! The store manager told me (in emails that I still have) that he understands how upset that I was about coming in for a font related issue and three days later being told that my laptop was no more that a big paper weight. He said (in these emails) that he would replace my laptop and he would try to get me the latest versions of the software that I had to make up for the business that I had lost in the last few days due to the fact that I didn't have have my machine.
The store manager then called me back on a Tuesday and said that his superiors had told him that he cold not do what he said that he would do. Obviously, this increased my level of frustration. I was able to speak to this manager, think it may have been some sort of regional manager and after indicating that I had emails of the store manager acknowledging the facts of the matter and stating that he was very sorry for what happen, the regional manager said that she wanted me to send her copies of the emails. I told her that the store manager had copies of everything. She told me that she would get back to me. This was Wednesday afternoon. That same evening the store manager called me to say that "because I was lead to believe that Apple would replace my laptop, they would do so. I was told to be be at the store around noon on the following day (Thursday) and to bring my laptop. I was told that they would replace it.
When I got to the store on Thursday, the manager came up to me and shook my hand and said that he was sorry for all the trouble and inconvenience. He went on to say that before he could replace my laptop that I would have to sign a document saying that I agree that they were not responsible for anything that had happened in the past six days!!
The fact is, that isn't true and they know it. I have the email to prove it. I didn't sign the document. the next day because I could no longer afford to lose money and clients I went into another Apple store and purchased in brand new system!
The fact is that I believe that Apples products are far superior to PC products. I was told by some to never buy from Apple again and tell everyone that I know about my experiences with this particular store. All I want is for Apple to do the right thing! Just replace my Macbook Pro like they said they were going to do. They don't have to provide any software updates, just do the right thing and replace my machine!!
Can anyone tell me if they have had a similar experience and if so, how it was resolved? Who in the corporate office can I talk to about this to get it resolved? Are there and Apple insiders out there that can help me resolve this situation? I would like to avoid having to take legal action if at all possible.
I look forward to any help that you can provide.
SydCam

Apple Computer Customer Relations:
1-512-674-2500

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